Each company (service provider) has a different way (no way) to define the service to their customers (service consumers)
In addition, each company involves their customers not in the same way

and finally

if you are seeking an exam question answer..... this is the best you will get on this forum.

You need to read the material - paid for by you (directly or indirectly) of course
Under stand the material
be able to analyze any process within the material
and APPLY the processes_________________John Hardesty
ITSM Manager's Certificate (Red Badge)

Thanks for the input. The info is not related to the exam, especially since I dont plan to take it anytime soon. Im in a new job and new to ITIL and figured I would try to learn the different areas by example, or by doing.

I didnt look at the v2 SD book because I only have a digital copy (from my old job) and I am not allowed to bring in digital media.

Does anyone have material thatr will allow you to apply such processes that will provide experience beforesuch a task if faced on the job?

There really is no documents that can help you - because they would apply to the specific customer / situation

Buy the books - physically. they make great reference
Also, as you are in an itil role - what is yr level of itil certification - foundation / practitioner, manager, not really interested.

Professional advice for self development.

1 - get the company you are working for
- if you are a full timers - to get on the V2 path to manager's certificate.
- if you are a conslutant - get v2 certified to mgr,
a) reason 1- good for staff retention
b) reason 2 - good for self development
c) more appropriate for role (v3 bridge can follow after mgr's course)
d) if you are involved in the Service level mgmt role / arena, you will be most likely dealing with people who have their red badge as they are SLM / service managers

end professional advice (no fee as this is advice)

now on to the cycle

the service level management is a fixed process that is cyclic in nature

1 -define the service as the provider
2 -go to the consumer as what 'limits' features of service to them (this is SLR)
3- redefine service using customer R
3a - check with the internal departments to make sure the R will be achievable - relatively easy
4 - go to consumer to review and agree to SLR and start on SLA
4a establish KPIs, KGIs that are achievable
5 - if no agreement go to 2
6 - if sla are agreed, get signed
7 - have periodic reviews of service and implement service improvement plan on the SLA and t

NOTE: this is summarize from book - Blue Book

Sugz, you have to take that frame work above and make into your own SL policy, process and procedures

'while the ITIL Foundation course/exam/certificate does provide a good foundation in ITIL Best Practice, the Manager's certificate is the defecto 'gold standard' for ITIL. As I am implementing ITIL Best practice and specifically Service level management, I will be working with customer representatives who may have the Manager's certificate.
blah blah '_________________John Hardesty
ITSM Manager's Certificate (Red Badge)

At a large financial services organisation I worked at we developed a quite comprehensive approach not only to definign SLRs but also to mangaing them through the project lifecycle to ensure that the delivered service was capablae of meeting the SLRs ( Note we took the view that SLRs in ITIL speak were equivelant to NFRs in project speak)

We took the view that they needed to be:
Need to Be
Correct - Right business outcome, technically & legally possible
Justifiable  adds value to running of system
Complete - Expresses a whole idea or statement
Clear - Unambiguous and not confusing
Consistent - Does not conflict with other reqs & standards
Verifiable - Can be determined to meet requirements
Feasible  Technically, plus supported by processes & procedures
Design independent - Do not impose a specific solution

Working in a IT Services outsourcing company, I am currently enganged in defining a scoping document for every technical position that we are offering, from Technical support 1-3, database administrator, QA and other technical related positions. Defining all the activities/tasks/responsibilities, I have to have an "Industry standard" column with every activity, so as to set the level of expectation on proposals.

BCS sfia covers that kind of thing, in so far as there can be an industry standard in the chaos of IT._________________"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718